Expenses dispute
To whom it may concern,
We are writing to formally dispute the amounts stated in the recent Notice of Expenses for the George Downing Estate (22/09/2023 | Ref: 3597739). It is with great concern that we have to repeat yet again our dissatisfaction with the services provided in exchange for these charges, which we believe have either not been delivered or have fallen significantly short of the expected standard.
Our attempts to address these issues through your support centre have been fruitless, as the support centre appears to have become non-operational. To add to our frustration, several previous complaints we submitted have gone unanswered, leaving us feeling unheard and ignored. Despite these unresolved concerns, we continue to be billed for services that are not meeting our expectations.
In light of these circumstances, we respectfully request a significant rebate on the amounts billed to us. We believe that a fair and thorough review of our account will reveal discrepancies in the services provided and the charges levied. To assist you in this review process, we have included complaint IDs wherever applicable in the breakdown of services, or lack thereof, below:
Bulk Waste Removal - £5,652.43
Many people have repeatedly brought up the issue of fly-tipping on the estate with Southern Housing, but no action has been taken to reduce it. There are no signs threatening fines or legal action or any other effective measures in place. Consequently, we are paying a substantial sum for the removal of rubbish from far afield.
Lighting Protection - £2,20.28
As previously noted in complaint COM104686, we have raised concerns about the maintenance of communal internal lighting on multiple occasions. It has not been kept at the minimum expected level. Furthermore, we have reported issues with communal external lighting, and several lights remain broken.
TV Aerial/ IRS Costs - £660.40
Similarly, in line with complaint COM104686, we have expressed dissatisfaction with the maintenance of TV aerials, which have not been kept up to the minimum expected standards.
Door Entry System Repairs - £2.209.03
In connection with complaint COM103230, we reported problems with the intercom system, which we believe has not been adequately maintained. Additionally, recent work on flats 1-48 appears to have been performed incorrectly, resulting in the rear door becoming demagnetised and difficulty in opening doors in 88-135. It's worth noting that we are uncertain whether these works fall within the 2022/2023 time period.
Lift Servicing Contract - £8.397.85
As previously stated in complaint COM104686, concerns were raised about the broken emergency alarms in the lifts, which remains unaddressed. We also find the servicing of the lift to be inadequate, and prolonged periods of disrepair are unacceptable when we are paying for a maintenance contract.
Day to Day Repairs - Communal - £6,016.93
As reported in complaint COM104835, issues have been constantly raised concerning the initiation, update, and resolution of day-to-day repairs. The current service does not meet the minimum expected standards.
General Communal Maintenance costs - £Various
Many people have expressed concerns over the general level of service across areas such as cleaning, gardening and other maintenance fees where it’s believed the increasing costs do not reflect the level of service. We would like a review of the scope of things like cleaning, gardening, tree and general day-to-day maintenance so we can suggest areas of improvement. As well as the impact of other issues as raised in this letter that impacts various teams’ ability to perform day-to-day tasks.
Management Fee - £57,940.39
We have submitted several complaints, including COM104686, COM103230, COM106587, and COM104835, highlighting the lack of activity on basic repairs and the non-operational state of the support centre. It is important to note that Southern Housing is under investigation by the Housing Ombudsman for its maladministration of the complaints system. Consequently, we believe that the management of the estate falls significantly below the minimum expected standards and agreed service levels.
We kindly request that you take this matter seriously and initiate a thorough review of our account to identify the discrepancies and areas where services were not rendered as contracted.
We anticipate your prompt response and resolution to this matter. If necessary, we are open to discussing this further in a meeting or through any means you find appropriate.
Our goal is to maintain a positive and constructive relationship with the management company, but the ongoing issues surrounding service charges have left us deeply dissatisfied. We hope that this letter serves as a catalyst for positive change in the way services are managed and charged within the George Downing Estate.
Thank you for your prompt attention to this matter. We look forward to your timely response.
Residents of George Downing Estate